Requisition ID: req57861 Job Title: Senior Data Management CRA Officer (Internal) Sector: Monitoring & Evaluation Employment Category: Regular Employment Type: Full-Time Open to Expatriates: No Location: Aden, Yemen Work Arrangement: Job Description BACKGROUND: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home. The IRC responds to people’s acute and longer-term needs with integrated programs that improve health and safety, prioritize children’s education, foster economic wellbeing, and empower communities to regain control over their lives. Our work gives rise to some of the most pressing issues facing contemporary humanitarian action, including questions of access, conflict sensitivity, coordination, and impact. The IRC Yemen began its programs in October 2012. Since establishing its presence in the South of Yemen, in the Red Sea Coastal city of Aden, the organization has grown from just an implementing small project to handling large scale emergency and relief operations. Following the war which broke out in Yemen in March of 2015 and the humanitarian disaster, which was crafted by the same, IRC launched one an emergency response program in the southern governorates of Aden, Lahj, Abyan, Shabwah and Al Dhale, and expanded later in Sana’a and Hodeidah in the North. Currently IRC Yemen is operating in eight governorates in the south and north of Yemen through direct programming and through local partnerships, in Health, WASH, Nutrition, Economic Recovery Development, Education, Child Protection, Gender and Women Protection and Empowerment. The International Rescue Committee (IRC) have been working in the Middle East and North Africa (MENA) for more than forty years. Today, the IRC has more than 2,200 staff working across the region, including in Iraq, Jordan, Lebanon, Libya, Syria, and Yemen to support those affected by some of the world’s most complex and protracted humanitarian crises. SCOPE OF WORK: Under the direct supervision of the MEAL Coordinator, the Senior Data Management CRA Officer will be responsible for collecting, compiling, analyzing, and reporting client feedback data captured through different feedback mechanisms such as hotline, suggestion boxes, surveys, and office visits. They will ensure that the feedback registry and other tools developed in CommCare and Jira are fully functional, secure, and used by the MEAL team in all field locations. JOB SUMMARY: The Senior Data Management CRA Officer will be responsible for supporting CRA activities in the development, and management of the CRA Jira database and other data CommCare tools; and understand, document, and ensure data quality, accuracy, consistency, and comparability. The senior Officer will also be responsible for managing the Hotline by receiving calls from clients every working day from Sunday to Thursday (8 AM– 4 PM) and ensuring that the hotline is fully functional. WORKING RELATIONS: Position Reports to the MEAL Coordinator The position directly coordinates with field-based MEAL Officers Other Internal and/or external contacts: Sector leads MAIN RESPONSIBILITIES: + Update/Review the CR SOPs for feedback reporting and complaints mechanisms, including designing and selecting feedback channels together with the Snr. MEAL Manager and MEAL coordinator + Coordinate with the Snr. MEAL Manager and MEAL coordinator and allocate adequate resources for clients’ responsiveness in projects budgets. + Support the design, development, and management of CRA Jira database and other data CommCare tools; and understand, document, and ensure data quality, accuracy, consistency, and comparability. + Set up and handle the feedback registry and other tools developed in Jira to ensure that they are fully functional, secure, and used by the MEAL team in all field locations. + Support the Senior MEAL Manager in capacity building of MEAL and program staff in all field locations to ensure that client feedback and complaints are received, appropriately recorded, and responded to on time. + Work with MEAL teams in the field to ensure that an accurate and secure archiving system for both quantitative and qualitative data is in place and appropriately used. + Conduct rigorous quantitative and qualitative data analysis for feedback received through the different channels and present the findings in clear formats to highlight feedback trends to the Country Management Team. + Work closely with the Line Manager in preparing weekly, monthly, and quarterly CRA reports and presentations for sharing with the Senior Management Team. + Work with the Snr. MEAL Manager and MEAL coordinator in assessing the performance at against CR commitments. + Assess the utility and efficiency of the established CRA data management platforms and propose recommendations for improvements + Providing support to the MEAL Officers on all client-responsive tasks needed to accomplish their responsibilities. + Ensuring that feedback channels for all sectors are functional and appropriate for conflict-affected populations. + Receiving calls from clients every working day from Sunday to Thursday (8 AM – 4 PM) and ensuring that the hotline is fully functional + Accurately recording client information in the feedback registry on a routine basis and flag any minor and major programmatic complaints and instances of breach of IRC code of conduct, allegations of child abuse or sexual exploitation among others + Analyzing feedback received from clients, responding to it in a timely manner, and generating weekly and monthly reports on the use of the hotline including a summary of the key issues raised by clients and how they were responded to. + Ensuring that client feedback received through the hotline is used to inform programming + Assessing the utility and efficiency of the hotline and proposing recommendations for improvements + Ensuring proper and confidential filing of hotline data and reports · Any other duties as assigned by the supervisor. Qualifications REQUIREMENTS:(Qualifications, Skills and Abilities): A. Education: · A bachelor`s degree in Information Technology, Computer science, Statistics, or any other relevant field is required. B. Experience: · Minimum of three years of work experience in monitoring and evaluation or complaints and feedback mechanisms. · Experience in data collection, data analysis, and preparing reports and visualizations. · Solid experience with common Microsoft Office packages and advanced MS Excel skills and experience working with large datasets required. · Strong experience in data management, including the development and management of databases. · A solid understanding of PowerBI, Commcare is an advantage · Strong oral and written communication skills in English and Arabic C. Skills and Abilities: + Very good written and verbal skills in both English and Arabic language. + Ability to carry out responsibilities independently with minimal technical support. + Good interpersonal skills that function across a diversity of multi-cultural work environments. + Good facilitator, and a standout colleague with a flexible attitude in solving problems. + High-level communication, influencing, and coaching skills. · Excellent interpersonal and time management, communication skills, both verbal and written. D. Proficiencies: + Active listening and effective communication. + Critical thinking and problem-solving. + Professionalism and work ethic. + Receptive and Resilient. · Positive Interpersonal interactions Professional Standards:The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation. IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, age, marital status, disability or any other characteristic protected by applicable law. IRC strives to build a diverse and inclusive teamat all levels who as individuals, and as a group, embody our culture statement creating a working environment characterized by critical reflection, power sharing, debate, and objectivity for us to achieve our aspirations as a team and deliver the best possible services to our clients. Commitment to Client Responsiveness: By committing to Client-Centered Programming, at the IRC Yemen, we place the people we serve - our clients - at the center of our programming and services. The IRC Yemen Staff have an important role to play in supporting the implementation of client-responsive programming through raising awareness among the community and clients about the existing feedback mechanisms and how to use them including the response processes, access, and eligibility to services, and contribute to building an institutional culture that prompts staff to listen to clients.